Samuel Moore Walton, the founder of Walmart, a retail giant and one of the largest private employers in the world, said this about customer service: “The goal of any company is to provide customer service that is not only the best but legendary.” This timeless quote is from a legend, who epitomized success in business and whose company provides the best customer experience.
How to Improve Customer Experience on Your Website
Online selling is so competitive that many e-commerce businesses are battling each other to offer discounts and freebies to potential customers. Investors also have to be burned in order to keep customers loyal. Customers expect to be treated well and it’s a common practice today. According to a study, 71% of shoppers think they will find a better deal online than in a store.
Online shopping is becoming a huge business because you can purchase everything from salt to robots. It is important that everyone is trying to get a piece of the online sales pie. To ensure a positive customer experience, you should always be a step ahead of your competitors.
9 ideas to improve your Customer Experience on the Website
These are effective ways to increase the customer experience at your website and encourage customers to spend more through your E-commerce portal.
1. Identify the Personality of Your Brand
Even if your company is not large enough to invest in marketing, it’s still possible to make your brand stand out and be a good choice for your customers. It is a good idea to ask yourself questions about your business to identify the brand personality you desire. These questions will help you to create your brand personality.
These questions will help you to identify the brand personality.
- What is it that makes you unique? What makes you stand out?
- What are you hoping customers think of you?
- Consider the products and services you offer. Is there a way to create a unified theme or mascot?
- This idea will help you create a brand personality.
- Copy your competitors. There is nothing wrong with piggybacking on the ideas of your competitors. It is actually smart.
2. Make the Website Load Faster
This is a crucial step in improving your website customer experience. The delay in loading your website can have a devastating effect on revenue. Let us shock you with these numbers: A one-second delay in page loading time could have catastrophic effects on revenue.
These ideas build customer experience improvement on the website.
- 11% fewer page views
- Conversions lost 7%
- Customer satisfaction drops by 16%
These numbers are staggering. It is actually quite catastrophic, as we have already discussed in this article. What does this all mean? This means that you have very little time to impress potential customers. They will abandon your store if they don’t like you. Another study found that more than 47% of customers expect websites to load within 2 seconds and 40% will abandon pages that take longer than 3 seconds, which is even more frightening.
Here are some tips for you to speed up the load time:
Your site should reduce the number of HTTP requests it makes. A webpage downloads many types of pages when it loads. These include scripts and images. Each of these elements is subject to an HTTP request. The page load time will increase if there are more elements. You can reduce the number of requests, and you will be good to go.
Your server response time can be reduced: How long it takes to lookup DNS information can impact how fast your page loads. To find out how fast your DNS provider is, you can use a DNS speed comparison test. If your DNS provider is slow, search for DNS providers with higher speeds. A slower DNS will slow down the speed at which your website loads.
3. Focus on Design Aspects
Design is the queen and content is the king! You can combine them in the most effective way to improve your customers’ experience on your website. Here are some reasons you should.
You should look out for similar designs to yours, that is modern and fast to load, have all the colors set up, and include modern design elements on the website. Make sure they are not used for any other purpose than to enhance the user’s experience. To the letter, you should follow all the best design principles.
You should also keep these points in mind when designing your website layout.
- Make sure that the contact information for your company is visible at all times
- No matter what page a potential customer may be on, your logo should always be visible
- A design that is simple on the eyes
- Be sure that the colors aren’t distracting and only support the content.
- Encourage people to compare products
4. Make Navigating on the Site Easy and Smooth
You should not make unnecessary clicks on the website. Neither should you use auto-scrolling features or random pop-ups that could spoil your customer’s experience. Your website should be easy to navigate and customers should be able to find what they need quickly.
Ko Marketing claims that 47% of website visitors visit the company’s services/products page first before moving on to any other sections. Your website’s usability can make your customers happy. According to a HubSpot survey, 76% of respondents stated that “A website that makes it easy to find what you want”.
It is important to arrange the site in as many categories as you can to facilitate navigation. If you make it difficult to navigate the site and don’t help visitors find what they are looking for, your visitors will be upset. One bad customer experience can halt growth.
5. Seduce Your Customers with Long-form Content
Is there anything wrong with content that only contains 500-700 words? You can only pack as much information if you use fewer words. Your customers will be able to find more information that will aid them in making a purchase decision. Your content, which you share on social media, newsletters, and other places, will help you get more customers.
You have many options for creating long-form content. You can create white papers, tutorials, guidebooks, product comparison guides, and many other types of long-form content. It is possible to add many elements such as pictures, videos, and audio files. This is the way to enhance customer experiences.
Long-form content is better for search engine rankings. Research shows that people share longer-form content more often because it’s rich in value. Search Engine Land states that the average word count for the top ten search results was articles with at least 2000 words. The number of backlinks for long-form content is also higher.
Long-form content is more appealing to people because it offers the possibility to add a lot of value. Websites with informative content have a better user experience. Highly informative content is more popular and shared by people. You will gain more customers if you have more shares.
6. Ensure that the Content on the Site is Top-notch
Customers are paying attention, even though it may not seem so. You could be the laughing stock of your target market on social media for a small spelling error. A company that makes simple mistakes, such as spelling or information, is less likely to be trusted. While there are many tools you can use to correct any errors, hiring a professional proofreader will meet your needs.
Also, make sure to check the grammar of your website copy. It should be clear and concise enough to be easily understood by one person. Then, break down the content into small ideas and draft them according to your needs. Website copy shouldn’t be boring.
The more interesting, the better. Tell your customers how your product will make a difference in your life. A great way to increase customer experience and drive more sales is through good content. This is the best way to get a customer experience online.
7. Simplify the Check-out process
It’s not difficult to shop online, but it can be frustrating. And that is why a lot of customers abandon their carts. They are not wrong. It is not fun to wait to pay for payment when you can do it online in a matter of seconds. Don’t worry. There are many ways to speed up your checkout process.
Ask for information that pertains to the process.
Avoid irrelevant forms or questions at all costs. Remember that your prime goal is to guide your customers through the check-out process. Customers don’t always have time to spend with you. Unimportant questions can cause customers to abandon the page.
Provide quick solutions to fix errors
While filling out forms, it’s normal to make mistakes. Do not let such an error happen and make the fatal mistake of notifying customers. It is possible to help them by highlighting the error or providing quick solutions. Imagine that your customer wishes to pay you via Paypal, but your website doesn’t offer this option. This is a huge mistake. Multiple payment options are important to ensure that checkout is smooth and easy.
Sign-up forms should not affect workflow
Many e-commerce platforms offer a signup form right before, or why, and even during the checkout process. This step is disruptive to the customer’s workflow and can make them unhappy. I don’t need to tell you what happens next. You could invite the customer to complete the process as a guest, and then ask them to sign up.
Who would have thought that the check-out, the final step towards purchasing a product, would have such an impact on customer experience?
8. Enhance your Customer Service
Customer service is and will continue to be, pivotal in providing a great customer experience. You don’t need to be there every time they call. Customers prefer self-service customer service systems. They can follow specific guidelines and solve problems on their own. This will not only reduce overhead costs and offload your staff, but it also saves customers the time of waiting for a representative.
FAQs allow for self-service. You should ensure that you do not bombard the segment with unnecessary information. Be clear in your FAQs. This doesn’t necessarily mean that every customer will want it. Some customers prefer a personal touch, so they opt for emails and phone calls. If this is the case, you should train your staff accordingly. You need them to be able to listen to your customers, empathize, and learn about their problems.
9. Emphasize Customer Reviews
Another way to improve your website’s customer experience is through customer reviews. Studies show that 88% of customers trust reviews online as much as they trust personal recommendations. This staggering number is a testament to the importance of reviews today. Google actually observes that pages that have reviews with a keyword mention or the name of the city tend to rank higher in the local pack. This is a good way to improve the customer experience on the website.
Make sure reviews are strategically placed on the product page to ensure that customers can view them easily. This will help your customers make better purchasing decisions. Customers feel valued by having the option to leave reviews. This increases customer loyalty. You get to know your customers better. This allows you to better understand your customers. The invaluable reviews allow you to assess your customers’ likes and dislikes as well as their requirements.
If you are able to provide your customers with the best product, after-sales, and customer service, your online business will be successful. Your customer experience while shopping online should be easy enough to encourage customers to return to your shop again and again. According to research from Gartner, more than 89% of companies are competing on customer experience.
Your website is your primary source of information and, in many cases, the point of sale. If you are a responsible company that wants to succeed, it is important that your customers have a pleasant experience shopping at your online store. If that is what you want, then you should dedicate your efforts to improving the customer experience on your website. This blog is helpful in improving the customer experience on the website
Customers will return to you more often if they feel satisfied with their service. They will also recommend you to friends, which in turn will bring you more customers. Customers can snap at you if you respond poorly to customer service emails. This is especially true if your competitor is available to provide the same level of service.